BCX takes care of your technology needs so that you can take care of your business. The services and solutions we create get your business ready for the future. We have the insight, expertise and experience to handle digital requirements for the steepest skyscrapers and the smallest start-ups. We cater for a wide range of business transformation requirements...
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Core Description
- Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.
Key Deliverables / Primary Functions
- Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
- Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis
- Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
- Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed. In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.
- Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards
- Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy.
- Diligently drive SLA
Core Functional Skills & Capabilities
- ICT Knowledge
- Technology Consulting
- Problem solving
- Customer Service
- Teamwork
Core Behavioural Competencies
- Working with people
- Following instructions & procedures
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Achieving personal work goals & objectives
- Culture Match
- Job Match
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment
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Core Description
- Provide a service that will exceed the expectations of the Company’s customers – both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained while ensuring that the incident is directed to the correct channels.
Key Deliverables / Primary Functions
- Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arriva (ETA) for logged incidents.
- Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 – 15%).
- Following up on incidents logged daily, keeping a record relating to queries, as well as incidents closed daily, and generating a report of such.
- Resolving between 700 to 900 calls daily with the correct closing details selected.
- Updating the Cause and Warranty information, ensuring to inform the technician if the site is under warranty.
- Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
- Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.
Core Functional Skills & Capabilities
- Attention to detail
- Microsoft Office
- Microsoft Excel
- Communication
- Teamwork
Core Behavioural Competencies
- Working with people
- Delivering Results & Meeting customer expectations
- Following instructions & procedures
- Planning & Organising
- Coping with pressures & setbacks
- Culture Match
- Job Match
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ experience within a Call Centre type environment.
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Core Description
- Responsible for minor maintenance repairs and refurbishment of point of sale and various printer devices.
Key Deliverables / Primary Functions
Successful completion of hardware repairs, including:
- Stripping down and re-assemble hardware peripherals
- Testing mobile devices,
- Calibrating, and configuring all printers, etc.
- Apply devices to workshop product refurb process and procedures
- Utilising tools and basic instrumentation. Multi-metre ‘s & soldering iron
- Using proper cleaning materials including safety PPE material
- Notify line management of any potentially defective machinery, carrying out basic maintenance / repair work, as and when required.
- Running Quality Assurance (QA) testing by device through all client test jigs in the workshop environment
- Prepare periodic inventory or maintain perpetual inventory of tools and equipment.
Core Functional Skills & Capabilities
- ICT Knowledge
- Technology Consulting
- Problem solving
- Customer Service
- Teamwork
Core Behavioural Competencies
- Achieving personal work goals & objectives
- Applying expertise & Technology
- Following instructions & procedures
- Delivering Results & Meeting customer expectations
- Working with people
- Culture Match
- Job Match
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ experience in repairing and testing hardware and software applications.
Certifications
- Electronics Certification
- COMPTIA
- Microsoft Systems Associate or Engineer (MCSA or MCSE);
- Linux LPIC (1 and 2), Certified Linux Administrator or CompTIA Linux+.
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Core Description
- The purpose is to ensure delivery of quality services and support across multiple customers, with and by competent people
Key Deliverables / Primary Functions
Management of the following, ensuring calls are assigned timeously, actioned within SLA agreements:
- Responding to incidents and resolving them using remote dial in / assistance functionality;
- Following up and monitoring incidents;
- Following up on escalations, ensuring necessary feedback is supplied;
- Providing support to all clients calling on a 1st level diagnosing and resolution of incidents.
- Raising and closing quotes, as well raising and debriefing Lexmark claims.
- Keeping records relating to queries and problem calls and distributing these on a weekly / daily basis.
- Ensure follow up calls on all closed calls on a daily basis and generate report of such.
- Identify clients who need further training.
- Assist with the Overtime and Weekend scheduling for reporting staff
Core Functional Skills & Capabilities
- Attention to detail
- Microsoft Office
- Communication
- Leading Teams / Team Leadership
Core Behavioural Competencies
- Leading and supervising
- Working with people
- Planning & Organising
- Following instructions & procedures
- Achieving personal work goals & objectives
- Culture Match
- Job Match
Minimum Qualifications
NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ Call Centre experience, preferably within the retail environment, and preferably in a senior position
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Core Description
- Responsible for application and technical support to users at relevant client site/s. Identification, diagnosis and resolution of computer hardware, software, services, and applications
Key Deliverables / Primary Functions
- Providing technical support onsite or via remote-access systems, ensure prompt response and resolution of client support requests and service tickets.
- Successfully perform the full range of defined tasks (from monitoring and maintaining to repairing / resolving hardware malfunctions, software issues, networking problems, etc. - associated with the client installed hardware and software on a continual basis.
- Successfully installing and configuring client computer hardware, software, systems, networks, printers and scanners; ensuring that the agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed.
- Ensuing the application of the necessary due diligence by meeting with clients to diagnose software, networking or hardware issues prior to the application of a possible resolution.
- Maintaining good client relations.
- Tracking and managing work records, as well accurately compiling reports, including job reports.
Core Functional Skills & Capabilities
- ICT Knowledge
- Technology Consulting
- Problem solving
- Customer Service
- Teamwork
Core Behavioural Competencies
- Working with people
- Following instructions & procedures
- Achieving personal work goals & objectives
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Culture Match
- Job Match
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- Minimum 2-years’ experience in attending to, and installing of, hardware solutions within the Retail Environment
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Core Description
- Provide aid with the Service Desk functions; further assist in the requesting and coordination of quotations required for all field and workshop required hardware – thus enabling the Business unit to provide a service that will exceed the expectations of the Business Unit’s clients – both external and internal.
Key Deliverables / Primary Functions
Consistent coordination and assistance in the generation of quotations for required hardware:
- Requesting pricing and quotes from Suppliers upon receipt of requests.
- Generating quotes on the system.
- Ensuring turnaround of quotes is within the set timeframe.
- Updating the system following approval for quotations; etc.
- Regular engagement with stakeholders, including Branch Managers, with regards the status of quotations.
- Timeous and accurate compilation of required reports, including Quote Tracking Report.
- Accurate and timeous logging, updating and closing of incidents.
- Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the clients.
- Updating the Cause and Warranty information, ensuring to inform the technician if the site is under warranty.
- Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.
Core Functional Skills & Capabilities
- Attention to detail
- Communication
- Microsoft Office
- Microsoft Excel
- Teamwork
Core Behavioural Competencies
- Job Match
- Working with people
- Following instructions & procedures
- Delivering Results
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
Experience
- 2 years’ experience within a Call Centre type environment
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Core Description
- Lead and manage all activities related to data management and governance through collaborating with stakeholders across all business lines and contribute to the defining and driving of strategic imperatives to unlock data value in pursuit of digital transformation
Key Deliverables / Primary Functions
- Create, deliver, and maintain sustainable Data Management and Data Governance practices, artefacts, projects, solutions, and outcomes in collaboration with teams, technologies and processes; in accordance with regulations; both internal and external in support of Digital Transformation
- Engage and communicate with stakeholders, users, customers, vendors, peers, experts, stewards, team and other, both internal and externally, towards successful outcomes, as a trusted advisor in addition to training and support.
- Provide, implement, and align Strategic direction in line with best practice, in support of the organisation strategy, and supported by the required policies, processes,
- Drive sustainable digital transformation in all operations, staying abreast of development in the market, and continuously upskilling self and team,
- Document and report all activities/ artefacts in lieu of positive outcomes in support of strategic/informed decision making and ensure all is current and easily accessible to all.
- Identify and understand all platforms, tools or frameworks required to perform activities in accordance with legislation/ business or documented requirements.
- Lead and support teams/ resources to deliver effective results.
Core Functional Skills & Capabilities
- Data Governance
- Data Management
- Analytical and Problem Solving
- Digital Transformation
- Business Acumen
Core Behavioural Competencies
- Job Match
- Delivering Results
- Formulating Strategies & Concepts
- Deciding & Initiating Action
- Adapting & Responding to change
- Persuading and Influencing
Minimum Qualifications
- NQF 7: 3 year Bachelors Degree in IT/Business/Commerce
Additional Education -Preferred /Advantage
- NQF 8: Honours Degree/ Post Graduate Diploma
Experience
- Minimum of seven (7) years relevant experience, of which at least 2 years relevant Data Management and Governance experience and leading a team.
- Experience in ICT industry/Telecommunications will be an added advantage.
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Core Description
- Ensuring ethical business practices, regulatory compliance, and providing expert legal guidance across the organization be proactive in mitigating legal risks and enhancing compliance initiatives.
Key Deliverables / Primary Functions
- Develop, review, and update company compliance policies and procedures to ensure adherence to regulatory requirements and best practices.
- Provide legal advice to management and staff on a wide range of issues, including contracts, corporate governance, compliance, and regulatory matters.
- Draft, review, and negotiate contracts and agreements, ensuring they align with organizational interests and legal standards.
- Monitor changes in relevant laws and regulations, ensuring the organization remains compliant and implementing necessary policy updates.
- Identify potential legal and compliance risks, developing strategies to mitigate them and providing recommendations for risk management practices.
- Assist in the resolution of disputes and litigation, collaborating with external counsel as needed.
- Conduct training sessions for employees on legal issues, compliance, and best practices to foster a culture of legal and ethical awareness.
- Assist with the implementation, management, and monitoring of the company's compliance program, aligning it with changes in legislation.
- Regularly measure the effectiveness of compliance policies and identify opportunities for improvement, updating the program accordingly.
- Stay updated on legal developments relevant to the industry, conducting research and providing analyses to inform strategic decisions.
- Manage and report on all compliance-related activities, ensuring transparency and accountability.
Core Functional Skills & Capabilities
- Risk Management
- Analytical Skills
- Business Negotiation
- Impactful Communication
- Problem management
Core Behavioural Competencies
- Job Match
- Working with people
- Writing and Reporting
- Achieving personal work goals & objectives
- Persuading and Influencing
- Learning & Researching
Minimum Qualifications
- NQF 7: 3 year Bachelors Degree in Law
Additional Education -Preferred /Advantage
Experience
- Minimum of five (5) years’ working experience in relevant legal/commercial experience, with proven expertise in compliance management, contract drafting, and legal advisory.
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Core Description
- Under general supervision, responsible for installation and operational support of Microsoft based infrastructure and related back-end systems. Under general supervision, responsible for installation and operational support of Virtualization Infrastructure and related back-end system
Key Deliverables / Primary Functions
- Plan, coordinate and implement system changes within client specified change windows. Liaise with the clients, vendors and other partners to ensure minimal disruption to the client's day-to-day business operations.
- Manage, own and co-ordinate the technical resolution of service disruptions in a timely manner.
- Assist with project delivery.
- Contribute to the overall team effectiveness through technical contributions, customer focus and teamwork.
- Assist colleagues and contribute to the quality and values
- Drive a proactive culture to reduce common causes of operational problems.
- Understand the requirements of being part of a 24x7 on-call operation
- Operates closely with associated infrastructure service teams to meet SLA’s and resolve problems
- 1st and 2nd level operational support
- Back-End infrastructure applications support
Core Functional Skills & Capabilities
- Communication
- ICT Knowledge
- IT Infrastructure
- Teamwork
- Risk Management
Core Behavioural Competencies
- Job Match
- Analysing
- Applying expertise & Technology
- Deciding & Initiating Action
- Working with people
Minimum Qualifications
- NQF 4: Grade 12 National Diploma
Additional Education -Preferred /Advantage
- NQF 6: 3 year Degree/ Diploma/ National Diploma in Computer Science or Information Technology
Experience
- 2 years’ experience in particular field of speciality within a large and highly complex organisation (cloud and platform support) with strong focus in Microsoft and VMWare
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Core Description
- To be responsible for all Unix/ Linux (open systems) related installations, modification, monitoring, testing and maintaining the cloud and infrastructure solutions. To provide specialised technical support and guidance through high level analysis, diagnosis and problem solving. Providing general technical consulting on systems to clients and engineers, co-operating with sales and support personnel on client requirements and needs as well as assisting engineers in technical functions.
Key Deliverables / Primary Functions
- Acts as the customer facing interface between Customer/Account and 3rd parties and actively identify any risks
- Be first point of escalating for service delivery complaints (all priority levels) with support teams.
- Oversees Service Management, Service Operations & Service Reviews to meet service standards in line with service level agreements and drive continuous service improvement.
- Manage Due Diligence reports and Proposals for new clients.
- Assist in the recommendation of product sets and define the go-to-market strategy supportive of company strategies.
- Active support and maintenance of Active Directory, Azure Active Directory, Microsoft Identity Management infrastructure is aligned to defined levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts. From service transition, for the duration of the service agreement until migration or decommissioning,
- Create and maintain technical infrastructure standards & procedure.
- Evaluate operational compliance and assist in audit reviews.
- Participate in technical design and assist in defining thresholds for monitoring and support.
- Collaborate and strive to optimise engagement between BCX Divisions and establish and enhance relationships with customers and vendors
Core Functional Skills & Capabilities
- Problem management
- Product Knowledge
- Result Orientation
- Unix/Linux Systems
Core Behavioural Competencies
- Job Match
- Applying expertise & Technology
- Deciding & Initiating Action
- Delivering Results & Meeting customer expectations
- Leading and supervising
- Working with people
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 5 years’ experience in Unix/ Linux
or
- 7 years’ experience in Unix/ Linux - Gr12
Method of Application
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